Ask Tally couldn't answer
Symptom: you asked Tally a question and she said she couldn't answer or asked you to sign in.
What to do:
- "Account-specific questions need you to be signed in." This is the public Help Center's Ask Tally responding to a question about your data. Sign in and ask again on the Memory page or the Financials page.
- "I don't have a doc for that — try our search or contact support." Tally couldn't find a Help Center article matching your question. Try rewording, browse the Help Center index, or contact support.
- "I'm here to help with UppaGo and Tally..." You asked something outside Tally's scope (general coding, math, weather, etc.). Tally is a financials agent, not a general assistant. Ask about Tally features instead.
Bank feed not syncing
Symptom: your bank account is connected but no new transactions are appearing.
What to do:
- Open Settings → Bank Feed and check the connection status.
- If it says "expired" or "needs re-authorization," reconnect through Plaid.
- If it says "active" but transactions are stale, your bank may be temporarily unavailable to Plaid. Wait a few hours and refresh.
- Some banks limit which transactions are surfaced (pending vs. posted). Check that the missing transactions have actually posted on the bank's side.
See Bank feed for connection and matching details.
Duplicate flag I don't agree with
Symptom: Tally flagged a document as a possible duplicate but it's actually a separate, valid charge.
What to do:
- Open the flagged document and the document Tally thinks it duplicates. Compare them side-by-side.
- If they're truly different (different invoice numbers, different services on the same date, etc.), approve the new one with a note explaining "not a duplicate — separate charge for X."
- Tally absorbs your decision. The same vendor + amount + date pattern won't auto-flag again unless something else looks unusual.
Email not appearing in Inbox
Symptom: you forwarded an invoice to your Tally inbox address but no document showed up.
What to do:
- Confirm you used the correct forwarding address from Settings → Inbox.
- Check that the forwarded email had the invoice as an attachment (PDF or image), not as inline HTML.
- Some email providers block forwarding to addresses outside their allow-list — check your email's outbound logs.
- Tally only processes the first 5 attachments per email. If the email had more, only the first 5 are extracted.
See Inbox for forwarding setup.
If you're a bookkeeper managing a client's workspace
A few issues are firm-specific:
- "I can't see this client's documents." Check your access level for that client (view, review, or full). Some actions require "review" or "full." If your access has been revoked, contact your workspace owner.
- "I pushed a document for a client but the Bill went to the wrong company." Pushes go through the QBO connection authorized by the client's workspace. If the wrong company is selected, the client needs to disconnect and reconnect QuickBooks with the correct company.
- "My client's plan changed and a feature stopped working." Plan tier is per-client workspace. If the client downgraded, features above that tier are gated. Coordinate with the client (or, if your firm is the billing payer, adjust the plan from the client drill-down).
Missing vendor, missing GL mapping, or category I can't pick
Symptom: when reviewing a document or trying to push to QuickBooks, you get prompted to resolve a vendor or category and the right answer isn't an option.
What to do:
- Vendor: in the document, pick "Create new vendor" — Tally adds the vendor to her memory and (if QuickBooks is connected) creates the matching QBO vendor.
- Category: if you need a new category that doesn't exist yet, you'll need to add it in QuickBooks first (or in your accounting setup), then map it in Tally's GL Mappings page.
- GL mapping: open Settings → GL Mappings. Pick the QBO account that should receive this category.
Plan feature unavailable
Symptom: you see a feature in the UI but a card or button is dimmed with "Upgrade to use" or similar.
What to do:
- Check your plan in Settings → Plan & Billing.
- Cross-reference Plans and billing for which features are at which tier.
- Upgrade if the feature is essential, or wait until you're sure you need it. Tally's free tier covers a lot.
QuickBooks push failed
Symptom: you tried to push a document and got a red error in the push preview or after committing.
What to do — check these in order:
- Vendor unresolved — pick or create the QBO vendor in the document detail panel.
- GL mapping missing — open GL Mappings and assign the right QBO account.
- "Token expired" / "reauthorize required" — Settings → Connections → Reconnect QuickBooks.
- "Account is inactive" — the QBO account you've mapped is set inactive in QuickBooks. Either reactivate it in QBO or pick a different account in your Tally mapping.
- Other QBO error message — Tally shows the verbatim QBO message. Copy it and address the issue in QuickBooks (or contact support with the message).
See Connect QuickBooks for more push-related issues.
Tally extracted the wrong vendor, amount, or date
Symptom: Tally pulled out something that doesn't match the document.
Most common causes:
- Low-resolution scan or photo of a paper receipt.
- Unusual layout (handwritten invoice, screenshot of a payment confirmation, etc).
- Multi-language document.
What to do:
- Open the document.
- Edit the field inline — vendor name, amount, date, category.
- Approve the corrected version.
The next document from that vendor will be cleaner. Tally learns from every correction; this is how she gets better at your vendors specifically.
Upload failed or document stuck
Symptom: you uploaded a document and it sat at "Pending" for more than a minute, or it shows an error.
Most common causes:
- The file is larger than 25 MB. Tally rejects oversize files.
- The file is a format Tally doesn't process (the supported list is PDF, JPG, PNG, HEIC).
- Your monthly document quota is at the cap. Tally won't extract more documents until your plan tier resets or you upgrade.
What to do:
- Confirm the file size and format.
- Check the quota meter at the top of the page. If it shows you're at the cap, upgrade or wait until the next month.
- Reload the document list. If still stuck, delete the upload and try again.
- Still stuck? Contact support with the upload time and document name.
What's next
If none of the above resolves your issue, contact support@uppago.com with the exact symptom, the time it occurred, and (if relevant) the document name or push error message.
What you'll do
- Diagnose the most common Tally issues fast.
- Apply remedies that don't require support contact.
- Know when to escalate (and what to bring with you when you do).